Director of Platform Operations

Kaluza; Newmarket; Hybrid; CAD 266,000 - 321,000; Full time

Benefits offered by this job

Pension Scheme

Discretionary Bonus Scheme

Private Medical Insurance + Virtual GP

Life Assurance

Flexible working options

Job summary

Kaluza is hiring a Director of Platform Operations to lead global client support, platform performance assurance and product specialist teams. You will set strategy, standards, and ensure seamless client experiences across regions, from board reviews to live Sev1 incidents.

You will lead three functions: Client Support, KPI-driven KPPA, and Product Specialists, pushing AI-native solutions and automation to deliver reliable, scalable platform operations.

Qualifications

• Experience leading client support, service operations or service management at scale.
• Fluent in incident and problem management and in managing against contractual SLAs.
• Ability to drive automation and AI-powered improvements in operations.

Responsibilities

• Own end-to-end incident response, severity handling and root cause analysis.
• Oversee global monitoring of SLAs and KPIs per client across regions.
• Coordinate performance reporting and executive reviews with senior leadership.
• Drive automation and AI initiatives to reduce manual effort in operations.

Skills

Leadership

Incident management

SLA management

AI-native operations

Cross-functional collaboration

Tools

Datadog

Jira Service Management

Databricks

Job description

Job title: Director of Platform OperationsLocation: Bristol or London (Including hybrid)Salary: £141,000 - £170,000Team: Product & Tech OperationsReporting to: VP Product & Tech Operations

*This role is based in either Bristol or London and requires an existing right to work in the UK.*

*At this time, we are not able to offer visa sponsorship for this role. We are committed to building a diverse, global team and our sponsorship policy is evaluated on a role-by-role basis. We encourage you to keep an eye on our careers site to stay informed about future opportunities where we are able to offer visa sponsorship.*

the company is the Energy Intelligence Platform, turning energy complexity into seamless coordination. We help energy companies overcome today's challenges while accelerating the shift to a clean, electrified future. Leveraging Data, AI, and real-time decision-making we turn energy complexity into growth opportunities for our partners.

By combining predictive algorithms with human-centred design, the company makes clean energy dependable and affordable.

With teams across Europe, Asia and Australia, and a joint venture with Mitsubishi Corporation in Japan, we power leading companies including OVO, AGL and ENGIE, as well as innovators like Volvo and Volkswagen.

What will I be doing?

This is a global leadership role accountable for how clients experience the company day to day. Reporting to the VP Product & Tech Operations, you'll run three global functions and hold global accountability for client support and SLA performance across every client and region:

• Client Support (incl. Incident & Problem Management) - our client-facing service desk, owning triage and first-contact resolution, incident response and the client/product-team relationship.

• the company Platform Performance Assurance (KPPA) - our neutral source of truth on platform performance, monitoring contractual SLAs and journey health per client.

• the company Product Specialists (KPS) - Global retail-energy experts fixing broken journeys and operational gaps outside core platform coverage - driving an automation-by-default approach across all client brands

You’ll lead the practice / craft globally, set the strategy and standard for how each operates, and be the steady, credible presence clients and colleagues rely on - from a board-level service review to a live Sev1. Specifically, you’ll:

Client Support, Incident & Problem Management

• Own incident response end to end - severity, Major Incident command, root cause analysis, client communication and resolution within contractual SLAs.

• Manage incoming support requests.

• Own Problem Management, driving root-cause remediation and reducing the rate and duration of incidents.

• Keep support frictionless - shielding Product & Engineering from noise while closing the loop with clients, and making sure postmortems land as real systemic change.

SLA & Performance Assurance (KPPA)

• Own global monitoring of contractual SLAs, KPIs and performance metrics as the agreed source of truth per client.

• Run the assurance loop - prevent, diagnose, treat - and coordinate performance reporting into Client Service Reviews and senior leadership, raising events when performance deviates.

• Hold the line on data integrity (Datadog, Jira, Databricks) and embed the company’s Global Standard SLAs consistently across regions.

• Own the commercial relationship, budget and roadmap with our key Operational tooling vendors

• Provide oversight and inputs on commercial conversations related to client reporting of performance.

Operational Resolution & Product Specialists (KPS)

• Own the processes that fix broken journeys and coverage gaps across all of our client brands, including new clients as we grow.

• Balance scheduled and ad-hoc work while keeping a safe, well-governed operational estate.

• Feed recurring manual interventions back to Product & Tech as signals for systemic fixes, and drive down manual effort through automation and AI.

Across all three, you’ll be genuinely AI-native - pushing AI into support, assurance and operations so each function does more with less - and you’ll operate fluently at every altitude, staying neutral, evidence-led and a steady presence under pressure.

About You

Ideally you’ll have/be:

• An accomplished operations and support leader with a strong track record.

• A builder, not an executor - you define what good looks like, take full accountability, and go looking for what you need rather than waiting for a brief.

• Genuinely AI-native - AI feels like leverage, and you actively push it into support, assurance and operational delivery.

• Steady in ambiguity - nimble, sharp and decisive in a live incident, and a steady presence clients and colleagues rely on.

• Experienced leading client support, service operations or service management at scale, ideally across multiple regions and enterprise clients.

• Fluent in incident and problem management (severity and Major Incident command, postmortem culture, root-cause remediation) and in managing against contractual SLAs.

• Able to understand, or quickly master, retail-energy operations and the operational reality of running processes around a platform.

What will set you apart

• Comfortable with the data and tooling of assurance - SLAs, KPIs, observability (Datadog), Jira Service Management, and BI/warehouse tooling (Databricks/BigQuery) - enough to challenge the numbers, not just receive them.

• A credible partner to senior leadership and C-level clients, especially in a tense service review or live incident.

• A strong people leader and coach across multiple disciplines, able to build a self-solving, high-performing culture.

• Committed to radical candour and customer centricity, with experience scaling a high-growth SaaS business.

Where you'll work

We offer flexible working, with an expectation of 3 days a week in the office. This gives us the best of both: real time together to collaborate and build relationships, with the flexibility to work in the way that suits you best the rest of the week.

the company Values

Here at the company we have five core values that guide us as a business:

***Play to win, Solve the real problem, Build trust every day, Own the outcome, Go further together.*Our Perks**

• Pension Scheme

• Discretionary Bonus Scheme

• Private Medical Insurance + Virtual GP

• Life Assurance

• Access to Furthr - a Climate Action app

• Free Mortgage Advice and Eye Tests

• Perks at Work - access to thousands of retail discounts

• 5% Flex Fund - to spend on the benefits you want most

• 26 days holiday

• Flexible Bank Holidays - Giving you an additional 8 days which you can choose to take whenever you like

• Progressive Leave Policy - With no qualifying service periods, including up to 26 weeks full pay for primary caregivers and 4 weeks full pay for secondary caregivers when welcoming a new addition to your family.

• Personal Learning Budget - Upskill, learn and grow!

• Home Office Budget

• And more!

We want the best people

We’re keen to meet people from all walks of life - our view is that the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. But if you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure, we'd still love to hear from you.

Find out more about working in the company on our careers page and LinkedIn.

You can also find our Applicant Data Protection Policy here.